Behind the scenes: Building Prism
We sat down with one of our Product Management Directors, Greg Mahony to discuss Castlight’s conversational AI interface, Prism.
Q: Can you explain your role and what you’re focused on?
As Director of Product for Personalization, CRM, and AI at Castlight, my focus is reimagining how people experience their health and benefits. My team leads the development of Prism, our conversational AI that acts like a personal healthcare concierge. We’re bringing together personalization, data, and multi-channel engagement so that members don’t have to dig through complex portals. Instead, they simply ask and get clear, proactive answers, whether it’s about their benefits, a wellness program, or the next best step in their health journey.
Q: What are you most excited to be building in this next-generation experience for members?
What excites me most is the shift from answering questions to taking action on behalf of members. Prism is starting with conversational Q&A, but our vision is for it to handle tasks like booking appointments, connecting with care teams, and even nudging members toward healthy actions – always with consent and personalization. It’s not just a chatbot; it’s a trusted companion that’s available 24/7, makes healthcare feel easier, more supportive, and more human. We are excited to create a unified experience where members receive the best of our Prism AI with our human Care Guide support teams to ensure there are no broken user journeys.
Q: AI is a buzzword in healthcare right now. How do you think AI can actually make health navigation more human and more effective?
Ironically, AI makes navigation more human by removing the friction. Most people get frustrated with repetitive, transactional tasks like “Is this covered?” or “Where are my program points?” Prism automates those, giving direct answers in plain language. That frees up our Care Guides to focus on the nuanced conversations where empathy and expertise matter most. So members feel both seen and supported: quick answers when that’s all that’s needed, and thoughtful human care when the situation calls for it.
Q: What does the shift from benefits navigation to benefits personalization mean for employees and employers?
For employees, it means clarity and confidence. Instead of generic content and endless searching, they get guidance that’s timely, relevant, and personal to them. For employers and health plans, personalization translates into higher engagement with benefits, better health outcomes, and real ROI. The two go hand-in-hand: when people feel understood, they’re more likely to act and those actions deliver measurable value back to the organization.
Q: How do you think about balancing member experience with delivering measurable value for employers and health plans?
We don’t see it as a trade-off. A superior member experience is the pathway to measurable value. When navigation is simple and personalized, members actually use the benefits employers invest in. That reduces unnecessary spend, improves health outcomes, and lowers the burden on call centers. We track this with clear KPIs – like containment rates, satisfaction, and utilization so that every improvement in member delight also shows up as value for our clients.
Q: Employees expect consumer-grade experiences in every part of their lives. What does that look like in healthcare and benefits?
It looks like effortless simplicity. Just like ordering groceries or hailing a ride, people want their health benefits to “just work.” That means conversational answers instead of dense PDFs, seamless hand-offs between app and phone without repeating information, and proactive nudges that anticipate needs. At Castlight, we’re bringing that consumer-grade standard into healthcare… making something that has historically been stressful feel easy.
Q: If you look ahead 3–5 years, what excites you most about how AI will change the way people engage with their health benefits?
I’m excited about AI evolving from reactive to agentic. In the near future, Prism won’t just wait for a question, it will actively guide members through their entire health journey. Imagine an AI that knows when it’s time for a check-up, helps book it, reminds you of your incentive, and then follows up with resources to stay on track. That’s where we’re heading: a true omnichannel concierge that integrates seamlessly into people’s lives and fundamentally changes the way they experience health and well-being.
